Service Representative Center

Shabana Akbari

Contact Number: +1-571-***-****

Email Address: adt7i0@r.postjobfree.com

EXPERIENCE SUMMARY

A professional with a Bachelor degree in Law and Political Science and with nine years of experience in administration, call center, customer service representative, logistics, coordination, management, report writing, capacity building, data analysis and monitoring and evaluation. I have worked with national and international organizations such as USAID, IDLO and AWN. Additionally, I have solid knowledge in the fields of microsoft office word, powerpoint and excel.

RELEVANT EXPERIENCE

USAID, Tetra Tech, Engineering Support Program (ESP), Kabul, Afghanistan, July 29, 2019 to November 22, 2021 –As Deputy Document Control Manager, assists the DC manager in updating the standard operating procedure for the departments, acted as focal point for all administration and financial activities, Coordination of meetings, Prepare meeting minutes of the meetings, producing bi-weekly and quarterly reports, Provides guidance per Tt standards for corrective filing action.. Ensures all official communications between Tt, USAID, Contractors and external entities are filed in their appropriate locations. Maintains ESP directory on the Tt SharePoint and uploads all deliverables to their appropriate Job Order folders for USAID use. Redacts the confidential information from the already submitted deliverables to USAID on a quarterly basis and assists the DC Manager in uploading them to the USAID “Development Experience Clearinghouse” (DEC) website. Manages the FULCRUM and SharePoint Sites. Reviews the Job Orders’ Transmittal Tracking and Correspondence Sheets, updated by Technical Administrative Assistants. Maintains the Management Folder, ensures Tt standard naming and filing procedures are applied to folders, sub-folders and documents by all staff.

USAID, Tetra Tech, Engineering Support Program (ESP), Kabul, Afghanistan, July 28 2017 to July 28, 2019 – As Document Control Assistant, checked source documents for accuracy, prepare meeting minutes of the meetings, acted as a focal point for all administration and procurements activities, Maintained both hard and soft filing system for the unit. Obtained further information for uncompleted documents. Combined and rearranged data from source documents where required. Entered data from source documents into prescribed computer databases, filed and formed the scanned documents into document management systems and databases, when required. Formed documents in line with visual standards set forth under ESP. Stored completed documents in designated locations. Responded to requests for information and access relevant files. Printed information from the database, when required. Provided any kind of support to the management team and Management Information System (MIS) department. Coordinated administrative work and supported ESP staff as 1

requested. Performed other tasks as assigned by the Document Controls Manager. International Development Law Organization (IDLO), International Narcotics and Law Enforcement bureau

(INL),Supporting Access to Justice in Afghanistan (SAJA) Program, Kabul, Afghanistan, June 2016 to July 2017 – As Legal Advisor/Trainer, provided technical and legal assistance to the Afghanistan legal Aid and Advocates Network (ALAAN) including Ministry of Justice-Legal Aid Department. Conducted legal trainings for justice sector stakeholders and mentoring sessions. Provided legal advice for legal aid providers. Prepared reports of qualitative and quantitative progress of ALAAN and effectiveness of SAJA legal aid activities. Assisted in development and implementation of ALAAN’s database and harmonized data across all member organizations. Participated in weekly coordination meetings with the senior management and provided input to program strategy and work plans. Assisted in preparation of bi-weekly, monthly, quarterly and other project reports. Coordinated with the M&E unit and helped implementation of the M&E plan. IDLO, INL- SAJA Program, Kabul, Afghanistan, January to May 2016 – As Program Coordinator, contributed to the design and implementation of all coordination activities aimed at enhancing cooperation of legal aid organizations. Assisted the Senior Legal Aid Advisor in producing reports included biweekly, quarterly and other adhoc reports. Assisted the Senior Legal Aid Advisor on the implementation of the work plan and SAJA M&E plan included measuring of program results and collected data according to indicators in the M&E plan. Maintained program files and database information of legal aid activities and acted as the focal point for all administration and financial activities that met the logistical and procurement needs for SAJA legal aid component, maintaining communications with vendors.

Roshan Network – Oct 2013- Dec 2015- As Customer service representative help customers with their technical issues, provides information about the services, document and update customer records, answer calls as well as assist customers who have specific enquiries regarding any of Roshan products and services, provide personalized and quality services to the customers all the time, always be polite and respectful to customers, ability to capture as well as interpret basic customer information provided by the caller. Etisalat Network, Feb 2012 to December 2012 – As call center representative respond to customers calls, solve and provide solutions to customers technical issues, provides informations about the products and services to the customers, document customers record based on interactions. 2

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